Tony Iero

Best Practices in Mobile Callback

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Whether you’re sitting on a beach or packed into a commuter train, you’re rarely more than a few seconds from connecting with anyone in the world. Yet, despite our global connectivity, interactions between businesses and their customers and clients regularly fall short of our expectations.

Customers are forced to wait on hold because call centers are understaffed, they get tossed around from service rep to service rep, or their call drops and they have to start all over again. In the Business-to-Business (B2B) space, these issues quickly fray an otherwise promising relationship, resulting in low customer retention and ultimately, less revenue.

But mobile callback can help. To prove it, this post will show you three real-life scenarios in which mobile callback helps your company empower customers, enable more positive support interactions, and create a more seamless experience for your customers and service agents.

Use Case #1: A Customer Has a Question But They’re About to Go into a Meeting

Imagine your customer knows they have a question, but they have a meeting that starts before they’ll have a chance to call your business. The customer knows their mind will be focused on their meeting for the next hour or so and they might forget about their question. With mobile callback, whether they’re using your mobile app, browsing your website or visiting your social media page, this customer can use their mobile phone to schedule a callback half an hour after their meeting.

In this way, your busy customer can simultaneously give themselves a reminder (in the form of your callback) and schedule a call. And, since the call can easily fit into both your service agent’s and your customer’s schedule, everyone’s scheduling becomes more efficient. Moreover, this gives your brand another opportunity to build a relationship with an active, engaged customer who may have never called otherwise.

Use Case #2: Your Customers Use Different Devices and Different Communication Channels

68 percent of American adults use Facebook on their mobile phone. 35 percent use Instagram, 29 percent use Snapchat, 25 percent use LinkedIn, 24 percent use Twitter, and 22 percent use WhatsApp. Still, others are using your mobile app or browsing your website. And they’re doing it on Androids, iPhones, tablets, and smartwatches. In short, your customers are all over the place.

Mobile callback gives you the one bridge you need to truly connect those countless devices and communication channels that your customers are using. Whether they’re browsing your website on their phone or using your mobile app, mobile callback gives them the ability to schedule a call back at the time that’s most convenient for them. And they don’t have to disrupt their experience by hunting for the right phone number.

Again, this brings more calls in, helping you to solve problems for your customers and reinforcing in their mind that your company is the right choice.

Use Case #3: You’re Trying to Onboard More Service Agents Without Hurting Customer Satisfaction

Inevitably, when you bring on new staff at your business’s call center, the new hires are going to make some mistakes. They’ll make an irate customer even angrier by complicating things or they’ll take too long to solve simple problems. Some of these growing pains are unavoidable, but mobile callback can help you mitigate many of them. Here’s how…

Imagine a frustrated customer requests a call after an unsuccessful self-service attempt on your website’s support pages. Instead of being met with hold music, that customer is pleasantly surprised that mobile callback gives that customer the power to schedule the call at their convenience. Plus, before your service agent makes the call, he or she can see which pages the customer was looking at.

This allows the service agent to prepare for the call because he or she has an idea of the problem the customer was dealing with. Because the agent is more prepared, he or she can get on the same page as the customer more quickly, further defusing the customer’s frustration. From the very beginning, mobile callback establishes more common ground between agent and customer. This makes it easier for even new agents to engage in a more productive, less emotional discussion.

Conclusion: Mobile Callback as Differentiator

The Information Age has changed the way your customers communicate, what they expect from you, and how they evaluate your business. Customers have gotten a taste of power and they’re not going to cede that power anytime soon. Your business can work to fit into your customers’ busy and increasingly digital lives, or not.

But making things a little more difficult for your customers will make things a lot more difficult for you. Seamless, convenient experiences are a key competitive differentiator. And mobile callback helps you unlock that differentiation.

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